Understanding Notes and AttachmentsThis chapter provides an overview of notes and attachments and discusses how to:
Set up note types.
Create standard notes and product notes.
Enter and view notes.
Add attachments to notes.
Understanding Notes and AttachmentsThis section discusses:
Notes in PeopleSoft Enterprise Customer Relationship Management (PeopleSoft Enterprise CRM).
Attachments.
Note types.
Notes in PeopleSoft Enterprise CRM
You can view and update notes in PeopleSoft Enterprise CRM in two ways:
This component summarizes notes that are entered on commonly used PeopleSoft Enterprise CRM components: Lead, Opportunity, Case, Customer, Contact and Consumer, and enables you to select a note and transfer to the Notes page in the component to view and update note details.
All PeopleSoft Enterprise CRM components that can have notes attached to them use the same interface; however, the Notes page itself might vary slightly depending on the parent object. For example, case notes and order notes have a visibility field that determines whether self-service users can see the note when they look at the parent object. Other objects that are not accessible through self-service do not have this field.
The note details view displays complete information for a single note, including a list of attachments that is associated with the note.
The notes summary view lists all existing notes for the component.
Notes pages on some components include a summary notes list on the same page as the note details; for other components, the summary notes list is on a separate page. The summary notes list might also be part of a more general page.
Case notes can be associated with the case itself or with a resolution in the case. The notes summary view that is in the Case component displays both types of notes together. A resolution icon identifies notes that are part of a resolution.
Attachments
When you add an attachment to a note, you identify the file to attach. Once you identify the file, the system uploads the attachment to an attachment server. The attachment server stores attachment files, which ensures that the attachments are available to all users. You configure the system by using the Uniform Resource Locator (URL) Maintenance page to specify a URL for each component that supports attachments. This setup is part of the PeopleSoft Enterprise CRM installation process.
See the installation guides on My Oracle Support.
Files stored as attachments have two names. The original name of the file at the time it was uploaded is stored in the ATTACHUSERFILE field. A system-generated unique file name, stored in the ATTACHSYSFILENAME field, is the actual name of the file on the file server. The different objects that store attachments have different file-naming patterns for generating the ATTACHSYSFILENAME value, but all patterns are based on the ATTACHUSERFILE file name.
For example, system names for case attachments are formed by concatenating the case number, the letter C, the note sequence number, the letter R, the attachment sequence number, and the original file name. The following code represents this pattern:
CASE_ID||"C"||NOTE_SEQ_NBR||"R"||ATTACH_SEQ_NBR||ATTACHUSERFILE
Except in the Product component, attachments are associated with a note rather than associated with the note's parent object. When you click the link for an existing attachment, the system launches the attachment. If the attachment is an executable or batch program, the system runs the program. If the attachment is any other type of file, the system handles it according to the operating system's rules, either opening the file in a new browser window, prompting for a location to download the file, or offering a choice between these two actions.
Note Types
Most differences in the Notes page for different parent objects are self-explanatory. However, there is one hidden difference: the Note Type field that appears in some components derives its values from different places depending on the parent object.
This table lists the page where you define valid note types for objects that use note types:
|
Parent Object |
Source of Valid Note Types |
|
Business objects: Company, Consumer, Representative, and Site |
Note Type page (BC_NOTETYPE_TBL), found under Set Up CRM, Common Definitions, Notes |
|
Case and Solution |
Case and Solution Note Type page (RC_NOTETYPE), found under Set Up CRM, Common Definitions, Notes |
|
Order/Quote, Services Management Order |
Product Note Type page (NOTE_TYPE), found under Set Up CRM, Common Definitions, Notes |
|
Campaign Detail |
Translate (xlat) table. |
|
Other objects |
Notes for other objects do not include a Note Type field. |
See Also
Setting Up Note Types
To set up note types, use the Note Types (RC_NOTETYPE) component.
This section lists the pages used to set up note types.
Pages Used to Set Up Note Types|
Page Name |
Definition Name |
Navigation |
Usage |
|
BC_NOTETYPE_TBL |
Set Up CRM, Common Definitions, Notes, CDM Note Type, Note Type |
Set up note categorization codes that you can reference on the notes pages available in the Company, Partner Company, and Person components. |
|
|
RC_NOTETYPE |
Set Up CRM, Common Definitions, Notes, Case and Solution Note Type, Case and Solution Note Type |
Set up note types that you can reference on the notes pages available in the Case and Solution components. |
|
|
NOTE_TYPE |
Set Up CRM, Common Definitions, Notes, Product Note Type, Product Note Type |
Set up note types that you can reference on the notes pages available in the Product component. |
Creating Standard Notes and Product NotesThis section discusses how to:
Create standard notes.
Create product notes.
Pages Used to Create Standard Notes and
Product Notes|
Page Name |
Definition Name |
Navigation |
Usage |
|
STD_NOTE |
Set Up CRM, Common Definitions, Notes, Standard Notes, Standard Notes |
Create a standard note. |
|
|
PROD_NOTE |
Product CRM, Product Notes, Product Notes |
Create product notes. |
Creating Standard Notes
Access the Standard Notes page (Set Up CRM, Common Definitions, Notes, Standard Notes, Standard Notes).
|
Text |
Enter up to 256 characters of text. You can modify the text, but you cannot have more than one entry. |
|
Enter keywords to select notes for reporting. |
|
|
Print On Document |
Not applicable to standard notes. |
Creating Product Notes
Access the Product Notes page (Product CRM, Product Notes, Product Notes).
|
Enter keywords to select notes for reporting. |
|
|
Print On Documents |
Not applicable for product notes. |
Entering and Viewing NotesThis section discusses how to:
Note. Because Notes pages are always accessed within the context of a component (such as an order capture or campaign), navigational paths are not listed in this table. For the navigational path, refer to the component documentation.
Pages Used to View and Enter Notes|
Page Name |
Definition Name |
Navigation |
Usage |
|
RB_NOTES_LIST_LEAD |
Customers CRM, Notes List, Lead Notes |
View a list of lead notes and access note details. |
|
|
RB_NOTES_LIST_OPP |
Customers CRM, Notes List, Opportunity Notes |
View a list of opportunity notes and access note details. |
|
|
RB_NOTES_LIST_CASE |
Customers CRM, Notes List, Case Notes |
View a list of case notes and access note details. |
|
|
RB_NOTES_LIST_CUST |
Customers CRM, Notes List, Customer Notes |
View a list of customer notes and access note details. |
|
|
RB_NOTES_LIST_PRSN |
Customers CRM, Notes List, Contact Notes |
View a list of contact notes and access note details. |
|
|
RB_NOTES_LIST_CONS |
Customers CRM, Notes List, Consumer Notes |
View a list of consumer notes and access note details. |
|
|
PROD_ATT RA_CAMPAIGN_NOTES RA_CONTENT_NOTE RA_LIST_NOTE RA_OFFER_NOTE RB_EMAIL_NOTE RC_CASE_NOTE RC_CASE_RSLN_NOTE RC_SOLN_NOTES RD_NOTES RE_NOTES RE_NOTE_SUMMARY RF_RMA_NOTE RO_NOTE RF_SERVICE_NOTE2 RF_SO_NOTE2 RF_SO_RSLN_NOTE RQ_DEFECT_NOTES RG_CHANGE_NOTE RSF_LEAD_NOTES RSF_OPP_NOTES |
Varies by component: refer to the documentation for the parent component. |
Create or update notes and add attachments. |
Viewing Lists of NotesAccess the Notes List page for a lead, opportunity, case, customer, contact, or consumer (Customers CRM, Notes List).
Note Details
Select the Note Details tab.
|
|
Click the View Detail button to transfer to the Notes page of the corresponding component to view note summary and details. You can return to the notes list from the Notes page using the History field. |
Note Summary
This section displays the customer or contact name of the note and its note subject.
Entering Notes
Access the Notes page (varies by component: refer to the documentation for the parent component).
Note. This screen shot shows the Notes page of the Company component. The fundamental appearance and behavior of the Notes page is similar throughout PeopleSoft Enterprise CRM. Be aware, however, that the Notes page for some components (such as for the Support Case) also contains a rich-text editor that provides options for formatting the text.
A summary of existing notes for the component appears in this page region. If there are attachments for the note, the number of attachments appears in the Attachments column.
|
|
Select a note from the list and click this button to compose and send an email using the Outbound Notification page. Any attachments associated with the note will be made available on the Outbound Notification page for inclusion in the email. |
|
View |
Select a note from the list and click this button to view the note details. |
|
Add Note |
Click this button to add a new note to the transaction. |
If no notes exist for the component, this page region is titled Add Note. and contains only an Add Note button.
|
Subject |
Enter a short summary of the note. If you do not enter a value, the system enters the first fifty characters of the Details field into this field when you save the note. |
|
Note Type |
Select a classification for the note. Values are defined differently depending on the parent object. This functionality is not available in all components. See Note Types. |
|
Contact Information |
Used in Call Center case notes to identify a contact to be associated for this specific note. |
|
Details |
Enter the full text of the note. |
|
Click to update the Notes Summary list with the note that you entered. Note. Click the Apply Note button to add the note to the Notes Summary grid. The note is not saved to the component until you save the component. |
|
|
Click to add an attachment to the note. |
Adding Attachments to Notes
This section discusses how to add attachments to notes.
Selecting a File to Add as an Attachment
To add an attachment to a note:
Access the Notes page for the object to which you are adding an attachment.
Note. Normally you add attachments to notes. In the Product component, however, you add attachments directly to the product.
Click the Add an Attachment button.
Enter the full path (including the file name) of the file to attach.
In the dialog box that appears, enter the full path name of the file to attach, or browse to the file.
The system uploads the specified file to the server that is configured to store all of the PeopleSoft Enterprise CRM attachments. Large files may take a long time to upload. When the upload is complete, the system displays the Notes page again. If the upload was successful, the file appears on the page.
Add descriptive information about the file.
If the parent object is a note, you can also use the note to record a longer comment about the attachment.
Save the component.
